As Vice Chair of the PACE Board of Directors, I want to personally invite you to our big show that’s coming up in less than two months – ACX 2019! ACX is our annual Convention and Expo, which takes place March 31-April 3 in San Antonio, TX. Have you thought about...

To kick things off for the blog in a brand new and exciting year, I’m going to be tackling a hot topic for which I have been receiving a lot of questions lately – The California Consumer Privacy Act (CCPA). Incidentally, even though this law was signed in June...

Everyone talks about the latest and greatest technology as the “future” of the contact center, but I beg to differ. I would say that the future lies in your contact center agents. These agents are the biggest human resource investment you can make in your...

The user experience can largely dictate the type of questions that you get from your customers in the form of emails, chat messages, or phone calls. An article published by Forbes entitled “Not Dealing with Failure Demand is Hurting Your Customer Experience”, brings...

To complete our Blog Rewind series, we thought it would be helpful to showcase our favorite blog that was featured by another leading contact center industry expert. However, we could not decide on just one so we thought we would just feature them all! We have been...